The document discusses a web customer service (WCS) platform that allows companies to start chats, audio calls, or video calls from web, mobile, and kiosks to contact centers. It provides an overview of the WCS features and benefits, such as click-to-call/video capabilities, engagement processes, usage scenarios, and how it can leverage contact center infrastructure to improve customer experience while reducing costs. The WCS platform allows customers to easily communicate with companies for support through multiple channels.

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2. WCS main purpose is to let you
interact with customers quickly
and better.
To do this in the best way you can,
take a look to this quick list of
hints!
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3. WCS is a platform that permits to companies to starts
Chats, Audio Calls or Video Calls from Web, Mobile and
Kiosks to the Contact Center
WEB
Web Customer Contact Center
© 2012 Eudata. All rights reserved. Eudata Confidential

4. Click To Call / Video Call
Simply clicking a button the Audio/Video call starts and the contact
center agent is engaged
Click To Chat + Click To Call
2 separated buttons (One for chat and one for call)used in different
areas or with different customers. The call should be a voice only call
or a video call
Click To Session
The session starts with Chat and during the session agent and
customer can choose if they want to talk/video talk simply clicking on
an escalation button
Presence Based
No contact center involved, it is used to let advisor/expert to
engage/be engaged by the customers using the web portal where
both expose their presence status
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5. Marketing
Usages
Mobile
(banner
and email)
Kiosks
Web Portal
in Public
or Private
Area
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6. Email
Web Call Back
Chat, IM using external IM worlds
Collaboration Tools
Audio or Audio Video Calls from
Web, mobile and Kiosk
Escalation through all This
Channels
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7. Usages
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8. Engagement Process: HAS TO BE SIMPLE!
Start the session
in only one
step!
Take care where
you insert the
button, it has to
be visible
Don’t ask for
customer data
before the call
with forms, you
can do this
during the
conversation
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9. Use the chat as an
alternative channel
The chat channel is very important in
case of problems during the
communication.
Chat panel active
during the Video or
Audio Call
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10. Video quality is one of the most important things that has
to be considered in a WCS project.
There are some important facts that influences it:
Level of perceived quality (screen size, audio/video
sync, …)
Bandwith on customer side
Network reliability
Video screen size is related to the service you want to
provide. If you want to support the customer on your web
site, it’s important you create an interface that is not too
big, in this way the portal is not covered by the WCS
interface.
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11. Click to call campaigns: WCS powered Banners
Catch your customer as they
show interest, and let them
communicate with you in
one click, with a free chat or
audio/video call.

12. Click to call campaigns: WCS powered Mailings
Catch your customer as they show interest, and let
them communicate with you in one click, with a free
audio/video call.

13. As the WCS call
is setted up on
internet, it is free
for the caller
and for the
receiver.
Using our ROI
calculator you
can estimate
how much
money you
save moving
contacts from
traditional phone
calls to web calls
http://www.eudata.biz/modules/AMS/article.php?storyid=31
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14. Used in the
private
pages of
the web site,
mainly for
supporting
the
customers

15. Directly
used in
the
home
page to
sell new
contracts

16. Used for
Kiosks.
Very simple
bottons, with
recursive
video when
the call isn’t
active.

17. Using WCS you can define a set of information to be
passed to the agent. These information are picked up
from the web page and are very useful to define
customer’s needs:
Customer name/profile
Web page originating the call
Using our proactive engine: history of the user
navigation, behavior of the customer on the web site,
time spent on each page…
You can use this informations to open a specific CRM
Campaign

18. Leverage Contact Center infrastructure
Improve the Customer Experience, with more channels, more devices
and collaboration opportunities
Reduce time to serve for the customers, Less agents can serve more
customers
Reduce phone costs on toll-free number (PSTN calls reduction)
Video enhance the level of the interaction between customer and agent
© 2012 Eudata. All rights reserved. Eudata Confidential

19. REFERENCE
www.eudata.biz
http://www.newmediasocial.com/profiles/blogs/online-chat-and-clicktocall
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